Customer Service Call Center

Indianapolis, IN ***** 317-***-**** *.********@*****.***

SHARRIEE FORD

Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.

PROFESSIONAL

SUMMARY

SKILLS ● Good listening skills

Inbound and Outbound

Calling

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● Teamwork

● Customer service

● MS Office

● Claims

Professional telephone

demeanor

●

● Service recommendations

● Problem-solving skills

● Inbound Customer Service

● First Call resolution

Customer Complaint

Resolution

●

● New Product Information

Documentation and

reporting

●

Insurance Industry

Experience

●

Claim Processing System

Software

●

● Call Center Operations

● Inbound Customer Calls

Call Volume and Quality

Metrics

●

CLAIMS SPECIALIST 04/2021 to Current

GEICO, Government Employees Insurance

CUSTOMER CARE REPRESENTATIVE 06/2015 to 04/2021

Lowes Call Center

WORK HISTORY

● Followed up with customers on unresolved issues. Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.

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Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.

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Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.

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● Checked documentation for accuracy and validity on updated systems.

● Generated, posted and attached information to claim files.

● Processed and recorded new policies and claims.

● Verified client information by analyzing existing evidence on file. Helped average of 90 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.

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Responded to customer needs through competent customer service and prompt problem- solving.

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Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

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● Helped large volume of customers every day with positive attitude and focus on customer CALL CENTER AGENT 01/2013 to 06/2015

Temp Agency

satisfaction.

● Navigated multiple computer systems and applications to find information.

● Logged call information and solutions provided into internal database. Trained new employees on best practices and customer care procedures to eliminate inefficiencies.

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Analyzed customer feedback for process improvements to achieve long-term business objectives.

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● Resolved concerns with products or services to help with retention and drive sales.

● Managed supplier deliveries around client needs to increase client retention. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

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● Attended telephone skills and program information training sessions to boost aptitude. Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

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Enrolled patients within and explained Affordable Healthcare & Indiana Market Place Medicaid Plans.

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Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

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● Responded to customer calls and emails to answer questions about products and services. Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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EDUCATION Northwest High School, Indianapolis, IN

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